Personal Lines Client Advisor I

Houchens Insurance Group INC.; Bowling Green (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

Houchens Insurance Group INC. in Bowling Green, KY is seeking a service-oriented professional to analyze inquiries from policyholders and internal teams, and to provide accurate information on policies by telephone, mail, or in person.

The role emphasizes daily client service, renewal marketing, and collaboration with marketing and claims departments to support client relationships and policy operations. Strong communication and insurance knowledge are essential.

Qualifications

• At least three years related insurance experience and/or training.
• Ability to manage client inquiries via phone, email, or in person.
• Knowledge of policy terms and endorsements and ability to perform coverage analyses.

Responsibilities

• Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings.
• Reviewing policy coverage and endorsements on new and renewal business, including rating.
• Handling all account service issues in accordance with the E&O standards.
• Maintaining accurate and updated expiration list.

Skills

Customer service

Insurance knowledge

Communication

Education

3+ years insurance experience

Tools

Database software

Spreadsheet software

Word processing software

Internet software

Job description

Summary

Analyzes and answers requests by mail, telephone, or in person from policyholders, internal production or marketing personnel for information concerning insurance policies by performing the following duties.

50% Client/Policy Services

Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings.

• Preparing submissions and marketing business.
• Maintaining direct communication and building relationships with insureds.
• Reviewing and invoicing policies and requesting changes.
• Referring to group, life and commercial leads to appropriate personnel.
• Preparing proposals and complete coverage analyses to serve the client.
• Maintaining accurate and updated expiration list.
• Processing invoices and credits on agency bill policies.
• Tracking direct bill transactions by company.
• Reviewing policy coverage and endorsements on all new and renewal business, including rating.
• Handling all account service issues in accordance with the E&O standards.
• Daily maintenance and processing of carrier downloads.
• Building relationships with insurance carriers.
• Maintaining compliance with all Personal Lines service standards and procedures including daily service.
• Developing Producer and Service Leader confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
• Handling complex policy issues and finding resolution with minimal Producer/Service Leader involvement.

30% Renewal Marketing

Remarkets current client policies and prepares formal renewal presentation.

• Managing renewal timeline and renewal process.
• Generating summaries and proposals of coverage and reviews with Producer.
• Working with clients for the purpose of gathering marketing data.
• Seeking opportunities for potential upselling of accounts including completing exposure analysis.
• Negotiating client renewals with carriers based on competitive information.
• Reviewing, analyzing, and comparing quotes vs. current coverage.
• Issuing binder, invoices, certificates, and endorsements requests as needed.
• Completing binding instructions.

10% Teamwork

Works together with team and with other departments, such as Marketing and Claims; including conferencing with Producer to discuss the execution of strategies. Assists in training of new service team members. Volunteers to back up and/or assist others as needed. Manages PTO to work with departmental needs. Special projects as requested by Manager.

10% Determination

Displays commitment and initiative to meet department and agency education goals as set forth in the organization’s education program.

Requirements

Computer Skills

To perform this job successfully, an individual should have knowledge of Database Software; Spreadsheet Software; Word Processing Software and Internet software.

Education and/or Experience

At least three or more years related insurance experience and/or training, preferably handling personal line accounts; or equivalent combination of education and experience.